Tasks are used to split a complex request into smaller workable units. You can assign tasks to other support reps to leverage expertise from them.
To add a task to a request:
1. Go to Requests tab and click the subject line of the desired request.
2. In the request details page, select Add Task from the Actions drop-down menu. Alternatively, you can go to Tasks tab and click Add new.
3. Now, provide the task details as required. The default task fields are as follows.
To give a title to the task. This is a mandatory field.
To mark task status such as Open, Closed, Assigned, Resolved among others. This is a mandatory field.
Provide a relevant description.
Enter an estimated time required to complete the task.
You can select a group to work on the task
To set task priority such as Low, Medium, Normal, and High.
To select a support rep as the task owner.
To set scheduled start time for the task
To mark the actual start time of the task
To categorize the task as implementation, troubleshooting among others.
% of Completion
To mark task progress in percentage
Enter any additional costs incurred.
To provide some additional information.
Requires on-site visit
Used to mark a task that requires an on-site visit.
To add images or files.
Mark parent task(s)
Set an existing task as a parent task.
4. Finally, click Save.
View, edit, delete, and other task actions
You can perform various task-related actions from the task list view. To access it, go to the Tasks tab in the request details page.
The task list view lists all tasks in a request. To view the details of a particular task, click the desired task title to go to the task details page.
To edit a task, click the desired task title and then the edit icon. Make necessary changes and click Save.
To delete a task, select the task(s) you want to delete from the task list and then select Delete from the Actions drop-down menu. You can also delete a task from the task details page.
To organize the order of tasks, select the tasks from the task list view and then click Organize from the Actions drop-down menu. Now, in the pop-up window that appears, select and move tasks using the arrows as required and then click Save.